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MacRumors
Sep 8, 2011, 03:42 PM
http://images.macrumors.com/im/macrumorsthreadlogo.gif (http://www.macrumors.com/2011/09/08/apple-again-tops-j-d-power-rankings-of-smartphone-consumer-satisfaction/)


http://images.macrumors.com/article-new/2011/09/jd_power_h211_smartphone.jpg


J.D. Power today announced (http://www.jdpower.com/news/pressRelease.aspx?ID=2011146) (via BGR (http://www.bgr.com/2011/09/08/apple-takes-top-spot-in-sixth-consecutive-j-d-power-customer-satisfaction-survey/)) the latest results of its semi-annual reports on consumer satisfaction among U.S. smartphone and traditional mobile phone manufacturers. Apple once again topped the list in the smartphone category, marking its sixth consecutive victory in the survey.For smartphones, the key factors are: performance (35%); ease of operation (24%); features (21%); and physical design (20%).

For a sixth consecutive time, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 838 and performs well in all factors, particularly in ease of operation and features. HTC (801) follows Apple in the smartphone rankings.The survey also measured mobile app usage among smartphone users, finding social networking apps and games to be most popular with over two-thirds of users having downloaded such apps. Over half of smartphone users have also downloaded entertainment apps and travel apps such as for mapping and weather.

Article Link: Apple Again Tops J.D. Power Rankings of Smartphone Consumer Satisfaction (http://www.macrumors.com/2011/09/08/apple-again-tops-j-d-power-rankings-of-smartphone-consumer-satisfaction/)



RafaelT
Sep 8, 2011, 03:52 PM
That's pretty cool, they are holding onto that title pretty well.

*LTD*
Sep 8, 2011, 03:54 PM
When even the lowly 3GS outsells a lot of newer smartphones, you know Apple's got their thumb on the winning formula between hardware and software.

zin
Sep 8, 2011, 03:56 PM
Perhaps an event is on the horizon now. We know how they like to showcase this award every year in their keynotes (and there's nothing wrong with that).

Consultant
Sep 8, 2011, 03:59 PM
Surprise, surprise. The other companies still haven't catch up. ;)

elppa
Sep 8, 2011, 04:20 PM
It is interesting it is done by manufacturer and not platform.

So a HTC Windows Phone might perform better than a HTC Android Phone. Or a customer may prefer the features on a Samsung Android Phone over a Samsung Windows Phone…

M-O
Sep 8, 2011, 05:21 PM
Surprise, surprise. The other companies still haven't catch up. ;)

i don't think this is a surprise to anyone.

Sjhonny
Sep 8, 2011, 05:26 PM
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.

itsthenewdc
Sep 8, 2011, 05:31 PM
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.

Well, better specs don't necessarily mean better performance. It's a combination of hardware and the software written for it.

Zepaw
Sep 8, 2011, 05:57 PM
I love Apple/iOS/iPhoen and would give it 5 stars across the board but it is awesome to see a majority agree.

Well, better specs don't necessarily mean better performance. It's a combination of hardware and the software written for it.

Exactly. I loved the Samsung Infuse hardware but more times than not the OS couldn't keep up. Same thing when I had a Droid X. The only issues I ever had with my iPhones were from my own clumsiness.

*LTD*
Sep 8, 2011, 06:04 PM
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.

Overall USER EXPERIENCE.

Hard to quantify (it has very little to do with raw specs) but easy to recognize. Hence, the general consumer response to Apple products. Ask anyone what this means exactly, and they will probably find it difficult to articulate. But they are nonetheless drawn to it. It's recognizable.

The closest approximation is what results from the synergy between hardware and software. Apple's nailed it.

Kentochan
Sep 8, 2011, 06:05 PM
A perfect score, eh? I expected nothing less from Apple :cool:
Keep up the good work :D

JackAttack!
Sep 8, 2011, 06:09 PM
I'm an AV tech and I have been working with our General Contractor (he is in his 60s) on a new buildout. A few months ago he expressed his frustrations with his Blackberry and trying to attach photos to an email. I showed him how to do it in about 10 seconds on my iPhone 4.

Fast forward to a few weeks ago, he comes up to me with his new iPhone 4. He explained how much he liked it by saying

'It's like a pretty girl, that likes me!"

Enough said.

QuarterSwede
Sep 8, 2011, 06:09 PM
They didn't just top the rankings, they wiped the floor with the rest of the manufacturers with a perfect score. None of the others had five stars in any category.

*LTD*
Sep 8, 2011, 06:14 PM
I'm an AV tech and I have been working with our General Contractor (he is in his 60s) on a new buildout. A few months ago he expressed his frustrations with his Blackberry and trying to attach photos to an email. I showed him how to do it in about 10 seconds on my iPhone 4.

Fast forward to a few weeks ago, he comes up to me with his new iPhone 4. He explained how much he liked it by saying

'It's like a pretty girl, that likes me!"

Enough said.

That's actually a pretty brilliant encapsulation of what's going on.

It seems that Apple devices provide an extra element of pleasure and comfort while an action is being executed on them - and it doesn't come from one single element, but rather, the unit as a whole (which points to the strength of the overall platform/ecosystem.) Yes, you get the results that an effective tool would give you, but there's that extra element that makes you want to keep using it.

Again, tough to articulate. Your colleague used what comes naturally - a metaphor (or more specifically, a simile.) This is probably far more expressive than shooting for an exact definition.

QuarterSwede
Sep 8, 2011, 06:18 PM
It seems that Apple devices provide an extra element of pleasure and comfort while an action is being executed on them. Yes, you get the results that an effective tool would give you, but there's that extra element that makes you want to keep using it.
I completely understand this and it drives me nuts that some of my friends don't. It's almost become another topic to avoid like politics.

jacobo007
Sep 8, 2011, 06:20 PM
But it can't make phone calls, and don't forget, it doesn't have the full web!

*LTD*
Sep 8, 2011, 06:27 PM
I completely understand this and it drives me nuts that some of my friends don't.

It's a subtle way of thinking. Does it come down to taste? I don't know.

It might come from the drive or urge to actually *look* for these things in life (and recognize them) - in objects, natural elements, etc.

I like to use the video below as an example. Who else in tech would use typesetting from beautiful books as an example of technology that delights? You'll need part engineer, part designer, part poet to understand how that is significant and more importantly, why that sort of thinking should be integrated into tech. It's an appreciation of subtlety. Once you follow this line of thinking and explore it a bit, you begin to understand what Steve Jobs means by "culture" and "taste" as it relates to tech.

Consumers can certainly feel it and recognize it, but mostly at an emotional level. Which is really all that is needed. Mission accomplished. However, it's nice to be able to explore it further on a conceptual level.

http://www.youtube.com/watch?v=mOgOP_aqqtg&feature=results_video&playnext=1&list=PLE933E4B46987A9BB

wovel
Sep 8, 2011, 06:37 PM
It is interesting it is done by manufacturer and not platform.

So a HTC Windows Phone might perform better than a HTC Android Phone. Or a customer may prefer the features on a Samsung Android Phone over a Samsung Windows Phone…

Platforms don't have customers or customer satisfaction, the companies that make and sell products do. Android is not a unified platform that should be counted as a single thing for any purpose. (Unless you consider capable of supporting the most basic featureless apps something worth counting).

scottparker999
Sep 8, 2011, 06:56 PM
My cooker can grill toast, it can boil water, and it can heat up my beans. However, i prefer to use my toaster, kettle and microwave.

Apple is my toaster, kettle and microwave.

ArtOfWarfare
Sep 8, 2011, 07:02 PM
Did anyone else notice that across the board the star ratings were the same from category to category for each company?

It's like they came up with an overall score for each company first, and then copied and pasted it into each category score for the company.

hammerbang
Sep 8, 2011, 07:06 PM
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.

I've had half a dozen smartphones before. Nokia, Sony, Palm, Samsung.. I'm from the Philippines. Believe it or not, before North America was using smartphones, we already had smartphones available to every pedestrian.

My point-- after experiencing iPhone I saw how clumsy and totally crappy all the others were. Confusing interface, sluggish response, button chaos. Yes they had some more functions but the ones you like on paper but never get to use them or need them anyway.

iPhone made it easier and smarter. Look at the design of its predecessors and it's hard to deny that iPhone changed smartphones forever. The 5 stars are truly deserve and beyond challenge.

rosalindavenue
Sep 8, 2011, 07:07 PM
Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_2_10 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8E600 Safari/6533.18.5)

Yet Consumer Reports still doesn't recommend the iPhone 4.

scottparker999
Sep 8, 2011, 07:08 PM
Did anyone else notice that across the board the star ratings were the same from category to category for each company?

It's like they came up with an overall score for each company first, and then copied and pasted it into each category score for the company.

Not true for HTC, Moto, and RIM.

JNSC
Sep 8, 2011, 07:11 PM
Wirelessly posted (Mozilla/5.0 (iPod; U; CPU iPhone OS 4_3_5 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8L1 Safari/6533.18.5)

A relative of mine is on US Cellular, and I had shown her an iPhone in an apple store. She said she really wanted one. Now, at that time her phone was pretty outdated so when the store by her house was offering an android something-or-other for free, she got it, but when I showed her some more stuff you can do on an iPhone-and how you go about doing it-she still says she wants an iPhone.

Don't blast me with technical complications, but if apple opened up to ALL carriers, they would dominate so much more than they already do (which by no means is a little amount, just saying they'd be all over everything).

rman726
Sep 8, 2011, 07:50 PM
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.

iPhone has generally been known to make more out of it's hardware than the other manufacturers because iOS has been specifically designed for the hardware.

That said, the Samsungs/HTC's of the world with 1.4/1.5GHz processors probably perform equivalently, if not better, because at some point the processing power will make up for the not as well designed software.

----------

But it can't make phone calls, and don't forget, it doesn't have the full web!

I don't remember the last time I went to a website that wasn't optimized for the iPhone, or at very least, had an existing app that allowed me to view the site as well, if not better, than a mobile website would have done.

And I've had one dropped call, ever, on my iPhone. And that was standing inside of Grand Central Terminal, one of the most, if not the most, crowded and populated train stations in the world, with thousands of people using the same cellular towers at the exact same time.

*LTD*
Sep 8, 2011, 08:59 PM
iPhone has generally been known to make more out of it's hardware than the other manufacturers because iOS has been specifically designed for the hardware.

That said, the Samsungs/HTC's of the world with 1.4/1.5GHz processors probably perform equivalently, if not better, because at some point the processing power will make up for the not as well designed software.

----------



I don't remember the last time I went to a website that wasn't optimized for the iPhone, or at very least, had an existing app that allowed me to view the site as well, if not better, than a mobile website would have done.

And I've had one dropped call, ever, on my iPhone. And that was standing inside of Grand Central Terminal, one of the most, if not the most, crowded and populated train stations in the world, with thousands of people using the same cellular towers at the exact same time.

Agreed, but I think his post was meant to be a little sarcastic. ;)

Hastings101
Sep 8, 2011, 10:28 PM
Woo, good job Apple. They deserve this, iPhone is way better than most of the competing phones.

Though it doesn't really seem like a fair contest if ALL phones produced are being ranked because Apple gets scored on the only two phones they have (lastgen iPhone and current), which are very nice and upper end, while some companies like Samsung and HTC have many different models, some just as nice as an iPhone and some absolute junk.

mijail
Sep 9, 2011, 04:07 AM
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.

Heh, even my 3-year old Sony-Ericsson phone has more features than an iPhone 4.
However it was such a pain in the ass to use that I barely took advantage of them. A simple example: it could play MP3 and use Google Maps at the same time. However, if you did that, it became SO unresponsive that I had to remember to disable one thing before using the other (if by accident you started two things at the same time, sometimes it was QUICKER to reboot the phone than trying to stop one of them!)

So: after only about 2 years, that very phone convinced me that the iPhone maybe was worth its price. Now I have one, and still think so.

Features? If they are painful to use, what good are they for?
And I am the techy type! No wonder the iPhone has been a godsend for "normal" people.

I am of course only addressing the "feature checklists"; I do not know how painful or not to use are those HTC/Samsungs.

----------

Though it doesn't really seem like a fair contest if ALL phones produced are being ranked though because Apple gets scored on the only two phones they have (lastgen iPhone and current), which are very nice and upper end, while some companies like Samsung and HTC have many different models, some just as nice as an iPhone and some absolute junk.

Well, it does say something. At least, you can take it as "you can't go (too) wrong with Apple", and "beware what you buy from Samsung".

Don't you get more confident about a company which is consistently good and less confident about a company which is sometimes junky and sometimes nice? I know I do.

gorgeousninja
Sep 9, 2011, 08:57 AM
Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_3_5 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8L1 Safari/6533.18.5)

Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.

How many surveys on customer satusfaction does it take to prove that mere specs mean nothing.. It is all down to the synergy of hardware and software. The finest wines do not come in the biggest bottles.

MacinDoc
Sep 11, 2011, 12:25 AM
but...
but...

"antennagate"???

appleguy123
Sep 11, 2011, 12:29 AM
A perfect score, eh? I expected nothing less from Apple :cool:
Keep up the good work :D

It's not a perfect score. They received 2 out of 5 on battery function, the worst of any of the manufacturers. But MacRumors didn't think that it was important enough to keep in the image it seems.

neko girl
Sep 11, 2011, 12:38 AM
It's not a perfect score. They received 2 out of 5 on battery function, the worst of any of the manufacturers. But MacRumors didn't think that it was important enough to keep in the image it seems.
Out of all the things that may be wrong with the iPhone (i.e.: antenna design), I really don't think the battery is one of them. This must be a perception issue, as people tend to use their iPhones quite a bit.

iPhone dominates in battery life generally from reviews I've seen. Please link me if I'm wrong here..

appleguy123
Sep 11, 2011, 12:56 AM
Out of all the things that may be wrong with the iPhone (i.e.: antenna design), I really don't think the battery is one of them. This must be a perception issue, as people tend to use their iPhones quite a bit.

iPhone dominates in battery life generally from reviews I've seen. Please link me if I'm wrong here..

Here is the real image, uncropped.
http://forums.macrumors.com/attachment.php?attachmentid=302104&d=1315720681

neko girl
Sep 11, 2011, 01:02 AM
I get it. I didn't mean like the JD Power data. It's meaningless to compare "Samsung" and "Nokia" because they make plenty of dumb phones, the battery lives of which aren't apples-to-apples comparable to smartphones.

Have you seen an article where iPhone 4 battery life is shoddy compared to similar smartphones?

appleguy123
Sep 11, 2011, 01:03 AM
I get it. I didn't mean like the JD Power data. It's meaningless to compare "Samsung" and "Nokia" because they make plenty of dumb phones, the battery lives of which aren't apples-to-apples comparable to smartphones.

Have you seen an article where iPhone 4 battery life is shoddy compared to similar smartphones?

I hate my iPhone's battery as of late, but I think there is actually something wrong with it (drains 10%/hour in standby).

I just think that it was dishonest for MacRumors to omit the battery score from the image, just to make it look like the iPhone had a spotless score.

*LTD*
Sep 11, 2011, 09:03 AM
but...
but...

"antennagate"???

. . . was ephemeral, meaningless, and wholly sensationalized. Like some of us knew it was from the get-go.

darster
Sep 11, 2011, 09:22 AM
. . . was ephemeral, meaningless, and wholly sensationalized. Like some of us knew it was from the get-go.

No it wasn't. The problem does exist. Some just choose not to bury their head in the sand.

*LTD*
Sep 11, 2011, 12:27 PM
No it wasn't. The problem does exist.

It isn't substantial enough for anyone to care. It has no significant effect on regular operation, so you'll rarely encounter it to any serious degree.

Given the year the iPhone 4 had, the problem is clearly a paper tiger. No teeth.

steve knight
Sep 11, 2011, 12:48 PM
the ranking are pretty much worthless. I mean you are comparing one good smartphone to every variety of phone each company makes. so the whole thing really is pointless.

MacinDoc
Sep 12, 2011, 12:33 AM
It's not a perfect score. They received 2 out of 5 on battery function, the worst of any of the manufacturers. But MacRumors didn't think that it was important enough to keep in the image it seems.

Besmirching MR with false claims, are we? Please supply a link to support your claim.

Here is the real image, uncropped.
Image (http://forums.macrumors.com/attachment.php?attachmentid=302104&d=1315720681)
Unless you have an original link, that image appears to be fabricated. Here (http://www.jdpower.com/Electronics/ratings/wireless-consumer-smartphone-ratings-(volume-2)/) is the original unaltered chart direct from JD Power. Battery life was not a separate criterion, but was part of "Performance".

the ranking are pretty much worthless. I mean you are comparing one good smartphone to every variety of phone each company makes. so the whole thing really is pointless.
Actually, they conducted two surveys, one comparing traditional wireless phones with one another and the other comparing smartphones with one another.

MattInOz
Sep 12, 2011, 01:00 AM
. . . was ephemeral, meaningless, and wholly sensationalized. Like some of us knew it was from the get-go.

I guess I'd get the same response to...

But..
But...
The others have more features like a SD card slot.

swedefish
Sep 12, 2011, 03:53 AM
:(

Stuff like this makes me resent my ancient Blackberry even more than I normally do.

Ayman250
Sep 12, 2011, 01:26 PM
I hate to be the poster of the only negative comment in a pool of positive ones, but based on that table it seems most people don't know what they are talking about. Granted the iPhone is a great device and manufacturers like Samsung and HTC have low end phones that might bring down their results a bit. The high end phones for both those manufacturers are just as good if not better than the current iPhone4. That goes without saying they have a year over apple and the iPhone 5 looks great based on speculation. To give HTC and Samsung 3/5 on performance is senseless. (Excuse any grammatical errors as i was in a rush.)

*Edit*

I would also like to say that it makes no sense to Judge the manufacturers because a WP7 and Android HTC Phones Operates very differently. And once again low end phones should not be taken into consideration.

MacinDoc
Sep 12, 2011, 01:41 PM
[QUOTE=Ayman250;13335583]I hate to be the poster of the only negative comment in a pool of positive ones, but based on that table it seems most people don't know what they are talking about. Granted the iPhone is a great device and manufacturers like Samsung and HTC have low end phones that might bring down their results a bit. The high end phones for both those manufacturers are just as good if not better than the current iPhone4. That goes without saying they have a year over apple and the iPhone 5 looks great based on speculation. To give HTC and Samsung 3/5 on performance is senseless. (Excuse any grammatical errors as i was in a rush.)/[QUOTE]
What exactly would you consider a "low-end" smartphone? An iPhone 3GS, perhaps, the #2 selling smartphone in the U.S., available for $50 on contract? The stats for Apple's phones are equally susceptible to having lower ratings for their lower spec'ed models as are the stats for any other manufacturer's phones.

Ayman250
Sep 12, 2011, 02:28 PM
[QUOTE=Ayman250;13335583]I hate to be the poster of the only negative comment in a pool of positive ones, but based on that table it seems most people don't know what they are talking about. Granted the iPhone is a great device and manufacturers like Samsung and HTC have low end phones that might bring down their results a bit. The high end phones for both those manufacturers are just as good if not better than the current iPhone4. That goes without saying they have a year over apple and the iPhone 5 looks great based on speculation. To give HTC and Samsung 3/5 on performance is senseless. (Excuse any grammatical errors as i was in a rush.)/QUOTE]
What exactly would you consider a "low-end" smartphone? An iPhone 3GS, perhaps, the #2 selling smartphone in the U.S., available for $50 on contract? The stats for Apple's phones are equally susceptible to having lower ratings for their lower spec'ed models as are the stats for any other manufacturer's phones.

Please don't reply if you know nothing of the android platform... There are plenty of phones with much lower specs than the iPhone 3gs. And plenty of phones with much higher specs than the iPhone 4 and potentially the iPhone 5.

MacinDoc
Sep 12, 2011, 06:31 PM
Please don't reply if you know nothing of the android platform... There are plenty of phones with much lower specs than the iPhone 3gs. And plenty of phones with much higher specs than the iPhone 4 and potentially the iPhone 5.
So then the higher and lower specs should offset one another, right? Also, keep in mind that nobody else's overall score was higher than 3/5, compared with Apple's 5/5, so there must be more to it than just models with low specs.

Ayman250
Sep 12, 2011, 08:19 PM
So then the higher and lower specs should offset one another, right? Also, keep in mind that nobody else's overall score was higher than 3/5, compared with Apple's 5/5, so there must be more to it than just models with low specs.

There is also more to it than the iPhone being a good phone. Its just consumer ignorance / bias.

MacinDoc
Sep 13, 2011, 12:16 AM
There is also more to it than the iPhone being a good phone. Its just consumer ignorance / bias.
Of course consumers don't know what they like, and can't decide whether they got their money's worth out of their smartphone. That's why they need you to tell them what they like.

Seriously, though, customer satisfaction generally results from a customer's belief that their purchase satisfies their needs and their belief that they got their money's worth from the product. In the end, this is much more important than specs. Apple gets this, and this is why Apple is the huge success that it is. It's all about the user experience.

BTW, since Apple products are generally more expensive than the competition for similar products, and because Apple has this reputation for providing a great user experience, I believe that it is actually less likely that a consumer will give an Apple product a high satisfaction rating, because more is expected of Apple products. I certainly expect more of the iPhones I have purchased than I do of the "free" Android phones I got for my kids because my carrier would only allow 2 iPhones on my account.

MattInOz
Sep 13, 2011, 01:02 AM
There is also more to it than the iPhone being a good phone. Its just consumer ignorance / bias.

So your suggestion Apple are better at attracting optimists?

The results would seem to suggest this, I mean the difference shouldn't be as great as it is. Although have to say it's a long time since I've known a Happy Nokia owner but most of them that I know tend to be neutral to tech. I've never know a happy HTC owner and those guys tend to put themselves forward as Tech lovers but also tend to be really standoffish and bitter that the world doesn't bend to their view.

So maybe there is a fair bit of result shift based on User Personality Profiles.